Support Engineer 2 - BY TMS/Transportation Management

Scope:

• Deliver flawless application support to Blue Yonder customers by resolving complex solution issues.

• Drive resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.

• Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain.

• Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service.

Our current technical environment:

• Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and im proving queries, procedures etc.

 - Troubleshooting Application issues

• Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

 - to monitor application health and to investigate application issues.

• to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

What you’ll do:

• Delivers excellent customer experience by

• Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS

• Reviewing the product source code or design document as necessary

• Owning and resolve all cases for global customers, adhering to defined SLA’s

• Documenting learnings and create knowledge articles for repeated cases

• Replicating and maintain customer environments

• Maintaining knowledge of customer solution and customization

• Demonstrating sense of urgency and swiftness with all customer interactions

• Acting as Techno-functional POC for all cases and ensure timely triage and assignment

• Utilizing instant messenger and other tools to collaborate globally

• Working in shifts and being flexible with the timings

• Meeting organization and team level goals

• Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure

• Identifying areas of improvement and scope of automation on routine tasks or activities

• Helping in meeting team level goals and be a team player

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 4 to 6 years.

• Strong DBMS (ex: SQL, Oracle) skill set with atleast 4 years hands on.

• Good Communication and Strong Analytical Skills

• Person with prior support experience with fair knowledge on handling issues within SLA’s

• Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience

• Person who can communicate flawless with Customer and other stakeholders.

• Possess Strong Techno-Functional Expertise

• Tech Savvy able to adapt to any technology faster.

• Experience with varied tools such as AppD & Splunk, SNOW

• Good Team Player.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.